Returns

Note: draft copy, written for Natasha to review and adjust before it goes live. The terms here should be hers, not mine.

Fourteen days

If a piece is not what you thought it was, tell me within fourteen days of it arriving and I will refund it. Message me first so I know it is coming; a parcel that turns up unannounced is a parcel I cannot match to an order.

The work is one of one. When something comes back it goes back on the shelf as the only one of itself, so it has to come back in the state it left.

Condition

It must arrive undamaged, in the original foam and boxes. That is the whole condition and I am not being fussy about it — the foam is cut to that piece and nothing else protects it as well. If the packing has been thrown out, say so before you post it, and we will work out how to get it here safely.

Return postage is yours unless the piece was faulty or wrongly described, in which case it is mine. Insure it for what you paid. A piece damaged on the way back is a piece I cannot resell, and the refund will reflect that.

Once it is here and checked, the refund goes back the way you paid, usually within three working days.

Commissions

A commission is non-returnable once it is poured. By that point it holds a specific web, cut to your dimensions, and there is no second buyer for it.

That is why the process before the pour is slow and deliberate: you see the web, you approve the size and the finish, and nothing goes into the mould until you have said yes in writing. If you want to walk away before that point, you can, and I refund you in full less any material already cut.

Damage in transit

Not your fault and not treated as a return. Send me photographs of the box, the packing and the break within forty-eight hours of delivery and I will either replace the piece, if the work allows it, or refund you in full. Keep the packaging until it is settled — couriers ask for it.

I would rather you told me a piece arrived cracked than lived with it. It is not an imposition and it is not an argument.

What is not covered

Sun-yellowing, solvent damage, and scratches from ordinary handling are wear, not faults. Care explains how to avoid all three.